Forum GLPI-Project

McHenry

Member

Registered: 2024-06-01

Posts: 57

No queues in GLPI?

I am reviewing the GLPI functionality.

I am surprised that GLPI does not employ the concept of a queue for tickets. L1, L2, L3 etc

I have used a number of ticketing systems and this is the first one that does not support queues which I would have imagined as being a core element of a ticketing system.

As I continue to be impressed with GLPI I am sure there is a good reason for this and would appreciate any insights as to why queues do not exist.

Perhaps there another/better way of categorising tickets that I have missed.

tikkit

Member

Registered: 2015-03-25

Posts: 19

Re: No queues in GLPI?

You can set business rules that automatically assign a ticket to a technician (group).

McHenry

Member

Registered: 2024-06-01

Posts: 57

Re: No queues in GLPI?

How does GLPI handle this common scenario:
A Level1 technician is working on a ticket and wishes to escalate the ticket to Level2?

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,809

Website

Re: No queues in GLPI?

You can use the "escalade" plugin or just manually add the level 2 technician/group to the ticket(s).
https://plugins.glpi-project.org/#/plugin/escalade

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GLPI Collaborator and Plugin Developer.
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